Burke Contractors Inc.

Please accept my apologizes for the issues mentioned. As mentioned to the customer, with one of our customer service representatives, the actual order, to the florist, never printed in their shop.ACTUAL DELIVERY DATE: 11/10/2015 DELIVERED BY TIME: 11:41 AM RECIPIENT NAME: [redacted]

Complaint: [redacted]
I am rejecting this response because:
I first completed the order without using the discount. I then found the discount code and applied to the order. The total was the same in both instances.  The other added charges were changed in the amounts after adding the discount code to bring the total to the same final cost.
Regards,
[redacted]

The order has been refunded - Amount: $119.93 vs Transaction [redacted]

TO Whom it may concern,We have reviewed the complaint made by the recipient: [redacted].According to our records Mrs. [redacted] arrangement is filled to value.Mr. [redacted], placed an order via our website and selected the Love in Bloom Bouquete,This arrangement  follows the recipe given...

below:small red vase w/ 1 light pink rose, 2 red roses, 3 stems pink alstroe, w/ greens arranged tight roundy moundy We did not receive a phone call nor a product quality complaint from Mrs. [redacted]. All product quality complaints must be given within 24 hours, as well as the customer , or the person whom placed the order must reach out to us in regards to a resolution.

Complaint: [redacted]
I am rejecting this response because: the card was never delivered so no courtesy is involved.  Also the 15% discount coupon amount was not used to reduce the total cost.  Service was terrible as the recipient was required to make several phone calls to AVAS to determine the name of sender.  Fruit was not of the quality expected not withstanding the excuses given. 
Regards,
[redacted]

My apologizes for the issues experienced with your Avas order.A customer service representative informed customer of the cancellation due to resolving the customer issues. Customer was asked if we can issue this as full Store Credit with an additional $20 Store Credit too. The customer...

approved this resolution and the representative made sure that the information was understood by the customer, which it was and also approved too.  237820 reward points were deposited into the customers Avas Flowers account which are worth $98.91 and do not have an expiration date for their use.

As mentioned, this was an on line order and the customer had to review the Avas policies as shown within the website. The "request" for a specific delivery date and time was not guaranted, as it was shown on the invoice emailed to the customer for review. This the policy regarding cancellations:Cancellations must be requested within 24 hours of placing an order. If your cancellation is made within the 24 hour time frame but your order is scheduled to ship within 24 hours of our receipt of your notice, we  will not be able to honor your request.ON LINE ORDER PROCESSING:In order for a website order to be processed, the customer "MUST" check our TERMS of SERVICE prior to placing the order. At that time, the customer has the choice of viewing those terms and policies. Whether they read read them or not, they are bound by those terms. The customer MUST approve the acceptance of those terms of service before finalizing the on line order or the order will not be placed. Prior to the acceptance of "the terns of service", all of the charges for that order are shown and MUST be reviewed before acceptance of the order. Consumer must review company policies/guarantees: When is the deadline to place an order for it to arrive by a specified date? If something were to happen to your online order, would you be able to receive a full refund or replacement? Read the company policies for returns/exchanges and the fine print associated with your order to understand your rights as a customer of the company.Substitution Policy:The flowers shown online are representative of color scheme, look and feel, overall style, and value; however specific containers and or flowers will vary in some cases due to floral designer interpretation, availability or need to meet our quality standards. The customer placed the on line with a "requested" date of delivery, which was not guaranteed:This was shown on the customers invoice, which was emailed to them, when the order was processed for their review:Request delivery on:Wednesday, 06/24/2015, before 6PM. We will do our best to try and deliver by this time, however, it is not guaranteed.The customer was notified that the florist did not have the stargazer lilies and would substitute with white lilies as per our substitution policy shown. They were also told that the delivery date was to be moved too.The delivery confirmation was emailed to the customer:Delivery Confirmation has been sent to [redacted] Additional Comment: "DELIVERY CONFIRMATION, DATE DELIVERED: 06/25/2015, TIME DELIVERED: 12:35 PM.Legally Binding Contract:The first thing you should know is that this Agreement constitutes a legally binding contract between you and Avas Flowers.  Our official company name is Flower Tech Center, Inc., but we operate under the name Avas Flowers.  Hereinafter, whenever we use the terms “Avas Flowers,” “We,” “Us,” or “Our,” please note that we are referring to Flower Tech Center, Inc. d/b/a Avas Flowers.  We are located in Mahwah, New Jersey, but we operate nationwide by working with local florists.  We also often use FedEx and UPS for delivery, which we will cover in more detail below.This Agreement applies to your use of this website as well as any services we provide, such as selling and delivering flowers and other products. Because we also collect information from you with this website, we also have a Privacy Policy that is expressly incorporated into this Agreement.  You can see our Privacy Policy here (Privacy Policy), and it may be updated at any time.You agree to this Agreement by doing any one of the following:1. Using, accessing, or viewing this website; 2. Registering for and using an online account through this website; 3. Submitting content, such as product reviews, to us for publication; 4. Ordering or purchasing flowers, balloons, chocolates, baskets, food, and other products or the delivery of the same from us.Please read this Agreement carefully.  If you do not agree to this Agreement, you may not access or otherwise use this website or purchase products or services from us. The customer was informed of the product substitution and that the date needed to be changed too. The customer approved both of those changes.

my apologizes for the issues you have mentioned. This order was placed on line where the provisions and policies of Avas Flowers are shown and are listed below:Legally Binding Contract:The first thing you should know is that this Agreement constitutes a legally binding contract between you and...

Avas Flowers.  Our official company name is Flower Tech Center, Inc., but we operate under the name Avas Flowers.  Hereinafter, whenever we use the terms “Avas Flowers,” “We,” “Us,” or “Our,” please note that we are referring to Flower Tech Center, Inc. d/b/a Avas Flowers.  We are located in Mahwah, New Jersey, but we operate nationwide by working with local florists.  We also often use FedEx and UPS for delivery.Avas Flowers has the experience and history to be known as a premium floral delivery service. We’ve been growing our floral business for more than 30 years, making us experts in the flower delivery field.This Agreement applies to your use of this website as well as any services we provide, such as selling and delivering flowers and other products. You agree to this Agreement by doing any one of the following:1. Using, accessing, or viewing this website; 2. Registering for and using an online account through this website; 3. Submitting content, such as product reviews, to us for publication; 4. Ordering or purchasing flowers, balloons, chocolates, baskets, food, and other products or the delivery of the same from us.Please read this Agreement carefully.  If you do not agree to this Agreement, you may not access or otherwise use this website or purchase products or services from us.   Need To Reschedule Some Deliveries:Occasionally when weather, inaccessibility to the locale, need for special ordering, or for whatever reason Products cannot be delivered on the date requested we may attempt to notify the sender as well as the recipient.  We may also need to reschedule delivery from hand delivered by the local florist to being shipped by UPS or FEDEX and we reserve the right to do so.  Unless we are specifically notified by the sender otherwise we will reschedule the delivery on the next available delivery date. If this becomes necessary we provide a free luxury upgrade.  Delays in UPS/FEDEX delivered items due to weather issues or issues outside of our control will be scheduled for delivery at the soonest possible availability, and will not be refunded.Cancellations or refunds will NOT be issued on orders placed during Valentines Day or Mothers Day holidays if the order was placed within 4 days of the holiday and the order was delivered within 4 days after the respective holiday. Consumer must review company policies/guarantees: When is the deadline to place an order for it to arrive by a specified date? If something were to happen to your online order, would you be able to receive a full refund or replacement? Read the company policies for returns/exchanges and the fine print associated with your order to understand your rights as a customer of the company.The on line description of your arrangement is as follows:Our soothing Pastel Grace and Wonder Bouquet conveys affection and warmth. Fresh lilies, roses and carnations are neatly arranged around accents of baby's breath with no indication of the amount of flowers that are to be used either but it was filled to value by the florist based on the description. Artistically displayed in a clear vase with a raffia bow, it is sure to create a spectacular display of unmatched grace and beauty.

On 5/13 - the customer was refunded in full.

My name is Chris with the Avas Flowers customer service management  and I’m very sorry there was such trouble with this order. Let me start by apologizing for this and confirming that you were refunded in full. I've attached the details below. We release our funds immediately, but it may...

take a few days for your bank/card to make those funds available to you again. 08/19/2016 3:55PM REFUNDED ORDERThe order has been refunded - Amount: $127.92 vs Transaction [redacted]

If the customer finds ANY errors, they are to call Avas customer service [redacted] or send an email to contact[redacted] as soon as possible in order to correct the problem. The order was placed on 12/03/15 and that was when the invoice was sent. The arrangement was delivered for the funeral on 12/4/15 and that was when we were notified, which would have been to late to correct the arrangement. The customer has also stated that their bank was notified and until that is done, we are unable to respond to this complaint. Thank you for your understanding.   On 12/04/15 the customer stated to the customer service representative:she did not want to pay the funds necessary for the casket spray and accepted a standing spray instead. We sent that request to the florist to be filled as requested and it was delivered on 12/04/15. The customer was issued a partial refund which the customer was aware of :12/04/2015 6:34PM by sobispo ([redacted])  Amount: $20.00 vs Transaction 7767791115 The customer has indicated that she would not pay for the arrangement and contact her bank.  If the customer finds ANY errors, they are to call Avas customer service [redacted] or send an email to contact[redacted] as soon as possible in order to correct the problem. The order was placed on 12/03/15 and that was when the invoice was sent. The arrangement was delivered for the funeral on 12/4/15 and that was when we were notified, which would have been to late to correct the arrangement. The customer has also stated that their bank was notified and until that is done, we are unable to respond to this complaint. Thank you for your understanding.

As indicated in my response: I've spoken to the florist who did apologize. They will re deliver on Saturday 6/13, as requested BUT needs to pick up the VASE only to resolve the issues. The recipient will keep the flowers.

My apologizes for the issues mentioned. As shown, on 2/14, a full refund was issued: The order has been refunded - Amount: $81.07 vs Transaction [redacted]

Avas Flowers has the experience and history to be known as a premium floral delivery service. We’ve been growing our floral business for more than 30 years, making us experts in the flower delivery field.This Agreement applies to your use of this website as well as any services we provide, such as selling and delivering flowers and other products. You agree to this Agreement by doing any one of the following:1. Using, accessing, or viewing this website; 2. Registering for and using an online account through this website; 3. Submitting content, such as product reviews, to us for publication; 4. Ordering or purchasing flowers, balloons, chocolates, baskets, food, and other products or the delivery of the same from us.Please read this Agreement carefully.  If you do not agree to this Agreement, you may not access or otherwise use this website or purchase products or services from us. Consumer must review company policies/guarantees: When is the deadline to place an order for it to arrive by a specified date? If something were to happen to your online order, would you be able to receive a full refund or replacement? Read the company policies for returns/exchanges and the fine print associated with your order to understand your rights as a customer of the company.The response offered is as follows and is within the Avas policies shown as a good faith resolution:The actual cost of the arrangement was shown as Blissfully Pink Bouquet PREMIUM Large @$71.99. The partial refund that was issued in the amount of $32.92 was as close to 50% of its cost as we are able to refund under the terms of our policies.The on line description is shown as follows:We regret that you were unhappy with the receipt of your order. After reviewing your beautiful photo, and reviewing the recipe of this particular arrangement all flowers are represented accordingly. Therefore, your order has been approved and meets the Product Description as well as our Substitution Policies. I have attached a copy of both for your viewing.Product Description:A feminine and sophisticated aura radiates from our Blissfully Pink Bouquet. Soft pink hues come from lilies, roses and alstroemeria that bloom right before your eyes with no indication of the amount of flowers that are to be used either. The florist used this recipe to fill the order to value:A vase with 3 pink roses, 3 red roses, 4 stems pink alstro, 3 stems pink lilies, purple waxflower, arranged tight with a pink bow to value.**Item pictured is a depiction of an arrangement that we will make as similar as possible with the same look and feel**Substitution Policy:The flowers shown online are representative of color scheme, look and feel, overall style, and value; however specific containers and or flowers will vary in some cases due to floral designer interpretation, availability or need to meet our quality standards. In some situations we may need to substitute two mini foil balloons for 1 full size Mylar balloon.While substitutions may be necessary, a great effort will be made to keep the same look and feel of the arrangement, using flowers of greater or equal value. Substitution of some keepsake items may be necessary due to increased demand, especially during major holidays as availability is often quite limited. In a single type flower arrangement, such as an all tulip orall rose arrangement we will make every attempt to do the flower type, but we may have to substitute with another color flower. DissatisfactionSince most of our products are perishable goods, we do not offer refunds after the product has been in possession for more than 7 days.   If you do not want a re-delivery of a new product(s) and you notified us within 7 days that you are unsatisfied with the product(s) and you would like to receive a refund instead; we will need to be provided the opportunity to pick up the product(s) you are dissatisfied with prior to processing a refund. If you do not provide us the opportunity to pick up the product(s) we may be able to issue you a store credit for future use or a redelivery instead of a refund.

My apologizes for the issues mentioned. As shown, The order has been refunded - Amount: $54.44 vs Transaction [redacted] on 5/09/2016

This is in response to the complaint submitted by Ms. [redacted],We understand the importance of every floral order. Avas Flowers takes great pride in our unbeatable commitment to customer satisfaction. Unfortunately, Ms. [redacted] was not satisfied with our service in this matter.  We believe...

this matter is now resolved and we have reached out to Ms. [redacted] to make sure there were no further concerns but have not received a response to this. The satisfaction of our customers is extremely important to us, and our commitment to superior service is unwavering.  We look forward to serving Ms. [redacted] in the future.SincerelyChristopher U[redacted]Customer Satisfaction SpecialistAvas Flowers

My name is Chris with the Avas Flowers customer service management and I’m very sorry there was such trouble with this order. Let me start by apologizing for this and confirming that you were refunded in full. I've attached the details below. We release our funds immediately, but it may take a few...

days for your bank/card to make those funds available to you again.9/24/2016 4:55PM by cumbs (Christopher Umbs)REFUNDED ORDERThe order has been refunded - Amount: $202.92 vs Transaction [redacted]

My name is Chris and I am a customer service manager for Avas Flowers. Could you please provide the last 4 digits of the card that was used? I was unable to find a recent order under your name or email address. Thank you

This is in response to the complaint submitted by Ms. [redacted],We understand the importance of every floral order. Avas Flowers takes great pride in our unbeatable commitment to customer satisfaction. Unfortunately, Ms. [redacted] was not satisfied with our service in this matter. Upon...

review, we have determined that this order was placed through our website for an item that has a delivery method listed as either UPS or FedEx. In such cases, we do not have as much control over the timing of the delivery as we would with a hand delivered item.The following is from our Customer Service policies:We will make every attempt to accommodate delivery requests, however we do not guarantee deliveries for specific times. Typically during normal circumstances and seasons, deliveries are made from hours ranging from 9am-7pm local time. This delivery window may change during high-volume days or seasons.Products that are marked as “Wholesale,” “Farm Fresh,” ”Farm-Direct”, or “delivered in a Gift Box” are offered as part of our Direct From the Farm and Warehouse Direct programs. These items are only available through delivery via UPS and FedEx - therefore they cannot be delivered the same day.Despite this, we did reach out to Ms. [redacted] to resolve this by phone and by email. Ms. [redacted] responded to our email and advised us that she did not wish to pursue this matter further with us. We do remain open to resolving this but will respect her desire for no further contact.The satisfaction of our customers is extremely important to us, and our commitment to superior service is unwavering.  We look forward to serving Ms. [redacted] in the future.SincerelyChristopher U[redacted]Customer Satisfaction SpecialistAvas Flowers

Let me start by apologizing for this and confirming that you were refunded in full. I've attached the details below. We release our funds immediately, but it may take a few days for your bank/card to make those funds available to you again. 06/30/2016 6:14PM by cumbs ([redacted]) ...

REFUNDED ORDER The order has been refunded - Amount: $119.78 vs Transaction [redacted]